Product Manager Customer Service Automation (Business Banking)

Welcome to DKB Code Factory…. 

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Join DKB Code Factory as the Product Manager for Customer Service Automation and own the roadmap and backlog for PEGA-based automation that directly reduces handling time and improves customer experience across Business Banking. You will translate operational problems into high-impact automation, drive measurable efficiency gains, and partner closely with engineering, architects and frontline Customer Service teams to deliver reliable, scalable solutions.

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• Own and continuously evolve the Product Roadmap and Product Backlog for Customer Service automation initiatives, making priorities, milestones and dependencies transparent.  


• Lead discovery and process-mapping for priority Business Banking customer service workflows; identify and validate automation opportunities with frontline workers and stakeholders. 


• Define implementation-ready user stories and acceptance criteria; run regular backlog refinement to ensure high sprint readiness and predictable delivery.  


• Drive delivery of automation increments (PEGA or equivalent workflows) from idea to production, ensuring measurable outcomes such as reduced manual handling time and improved stakeholder satisfaction.  


• Apply data-informed prioritization (e.g., WSJF, Value vs. Effort) and track product KPIs to guide decisions and demonstrate business impact.  


• Facilitate cross-functional workshops and align business, engineering, architecture and operations on scope, trade-offs and release planning.  


• Establish continuous discovery and feedback loops to iterate on product improvements and reduce rework over time.  


• Promote responsible use of AI tools in discovery and backlog practices, ensuring governance and compliance.

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{ following_qualifications_would_be_in_line_with_our_desired_profile_for_this_position: [

• 3–7+ years’ experience as a Product Manager, Business Analyst, or similar product delivery role within Agile teams. 


• Proven experience owning product roadmaps, backlog prioritization, and delivering product increments in cross-functional teams.  


• Strong skills in business process analysis, workflow optimization and digital process automation.  


• Experience applying data-driven prioritization and defining outcome-oriented KPIs.  


• Excellent stakeholder management, workshop facilitation and communication skills across technical and non-technical audiences.  


• Familiarity with Jira, Confluence, and Miro; strong working knowledge of Scrum and Kanban practices.  


• Experience in Banking, Business Banking, Customer Service, or regulated environments is a strong advantage.  


• PEGA platform experience is a plus.  


• Fluent in English (required); German is a plus.


• You're passionate about your work, but also know how to enjoy your free time!

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